Lumoa
JANUARY 9, 2020
We share a simple checklist you can use to quickly start measuring your customer experience. Even if you’re already measuring customer experience, the checklist will make sure you’re hitting all the right points along the way.
Michel Falcon Experience
JANUARY 9, 2020
BREAKING IT DOWN EPISODE 1 FT. Kristi Herold. On Breaking It Down, I sit down with entrepreneurs and business executives to help them solve company culture, employee engagement and customer experience challenges in their organization. I HAVE NOT BEEN PREPPED. What does this mean? My answers and solutions are honest, authentic and TRUE. On the premiere episode with CEO/Founder of Sport and Social Group Kristi Herold and I explore: 1.
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Upstream Works
JANUARY 9, 2020
So far, this series has addressed the impact of digital transformation and the importance of personalization as key contact center trends to follow in 2020. That’s a lot of ground to cover, but these are the core building blocks for delivering a great customer experience – CX – all the time. While that level of customer support may only seem aspirational, it’s actually quite achievable when you deploy the right technologies to drive the right outcomes.
Customers That Stick
JANUARY 9, 2020
In this One Win Book Review, we take a look at Younger Next Year by Chris Crowley and Henry S. Lodge, M.D. We are starting off the year with a bit of a departure from our normal business books. But since this is the start of a new year, we found inspiration from being healthier (both physically and in business). . Check out the video below to hear Adam’s one win that you can take away from Younger Next Year to improve your organization’s customer experience and customer service.
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Every decision that goes into your learning monetization strategy matters for your organization’s bottom line. Our research has shown a clear correlation between high program maturity (and ROI!) and choosing the right monetization strategy. This eBook contains clear, actionable ways to approach packaging and pricing models that will help your association grow revenue, improve profitability, and drive expansion into new markets.
One Millimeter Mindset
JANUARY 9, 2020
Are complex story details in the stories you tell falling short of getting your point across to colleagues, investors and clients? As a result, the decision you ask them to make is lost in the details you spiel at them. This is not exactly the storytelling outcome you desire, is it? Consider these four reasons why complex story details impede client decision making.
CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Heart of the Customer
JANUARY 9, 2020
If you’re reading this, you probably already know that customer experience (CX) is important. But even the staunchest CX advocates might not realize that CX done right can save lives. Earlier this week in this space you met Lee Becker, Chief of Staff of the Veterans Experience Office (VEO) of the Department of Veterans Affairs […]. The post When CX Is a Matter of Life or Death appeared first on Heart of the Customer.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo
NICE inContact
JANUARY 9, 2020
Beginning as a small Italian company founded just after World War II, Amplifon has expanded worldwide to become the global leader in the retail hearing care market today. Because its customers are largely older and less inclined to be digital, the 9,000 owner and temporary shops—and its contact centers—are its primary retail channels and sources of revenue.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo
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Reports of the death of in-store shopping have been greatly exaggerated. This year’s retail survey found that more than 60 percent of consumers start and end their journey by visiting a store. Retail customers value price above everything, but the importance of other factors varies for different brands. In-store shopping is valued highly by grocery and home improvement customers Technology retail customers place less importance on in-store experiences – for them it only ranks sixth Digital exper
Innovative CX
JANUARY 9, 2020
There’s been plenty written about how to improve your customer experience. Lately it seems like we are all talking about the importance of the employee experience as well. The linkage between the two is imperative to improving both experiences. The Colleague Experience differs from these two. The focus of the colleague experience is about how we interact with one another to achieve an improved experience for our customers.
Kerry Bodine
JANUARY 9, 2020
In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefo
Confirmit
JANUARY 9, 2020
On the face of it the business case for a Voice of the Customer (VoC) program comes down to a simple equation: happier customers = increased profits. Numerous studies support the validity of this statement, which has by now been proven time and time again in various industries. For example Forrester Research found that from 2011 to 2015 a group of CX leaders’ revenue outgrew the revenue from their CX laggard competitors by more than 5 to 1.
Kustomer
JANUARY 9, 2020
The retail world is coming to New York next week for the National Retail Federation’s ‘Big Show’ and we’ll be there at Booth #962. Over 38,000 attendees and more than 800 companies will be descending on the Javitz Center from January 12th-14th to share perspectives, experience new technologies, and chart a vision for 2020 and beyond. The 2010s forever changed customer expectations.
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Unlock the full potential of your educational initiatives with the 11 Tips to Drive Learning Content Consumption eBook. You’ll uncover: Why measure content consumption rather than (or in addition to) completion rates and member satisfaction? What are some proven tactics to create quality learner content and raise your content consumption rates? Discover the secrets from leading experts in the field, distilled into practical tips that promise to elevate the quality of your educational offerings,
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MyCustomer
JANUARY 9, 2020
Loyalty 4 factors that will reshape CX roles in 2020.
NICE inContact
JANUARY 9, 2020
Rewind the clock for a moment to 20 years ago, when self-service first began in call centres. The approach was simple, and customers were bound by one of two options within the self-service IVRs — just press one for this and press two for that. But today’s contact centres can offer so much more to customers.
Ecrion
JANUARY 9, 2020
According to statistics , up to 89 percent of marketers surveyed claim that building brand awareness is their number one goal. However, before you dive headlong into building brand awareness, you need to know about something that is key to the process. This is brand communication. Properly orchestrated brand communication is crucial for brands to solidly and establish their identity.
Optimove
JANUARY 9, 2020
The instinctive non-decision to include a “Return Note” when buying a gift for a loved one is a tiny moment of self-reflection. In your heart of hearts, you don’t want it to be used. You want your gift to be perfect. But you also want to allow the receiver to have what they desire,that whole “if you love someone, set them free” thing. Not to mention, the creepy thought of what would a return of your gift mean for your relationship.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Oracle
JANUARY 9, 2020
A recent Ipsos survey on behalf of Urban Plates found that 38% of Americans are making New Year’s resolutions for 2020 — and many more will likely join in. Here’s a peek at how 3 of the top resolutions — finance, weight loss, and physical and mental health — can be assisted with tech and apps. Manage finances. Will 2020 be the year to bring home the bacon?
MyCustomer
JANUARY 9, 2020
2019 was a great year for TTEC in EMEA. Having revitalised their European GTM strategy and plan for the Customer Experience industry in.N 9th Jan 2020. By Neil Russell-Smith Head of Marketing, EMEA.
Brad Cleveland Blog
JANUARY 9, 2020
Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is … Continue reading → The post Employee Engagement: A Key Metric in All Service Environments appeared first on Brad Cleveland.
Forrester's Customer Insights
JANUARY 9, 2020
CIOs: Want to raise up your citizens’ feelings and engagement with your government agency? And deepen your employee loyalty? Sadly, Forrester survey data shows that the quality of most agencies’ customer experience (CX) is mostly weak and uneven overall. Key to achieving this success: prioritizing tech-driven innovations to help you proactively address CX issues and challenges. […].
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Find your perfect LMS. Choosing the right Learning Management System (LMS) is crucial for your business's success. With so many options available in the market, how do you ensure you make the best choice? This guide is your key to finding the ideal enterprise learning platform for your business. Compiled by industry experts, these questions will help to clarify your needs, prioritize your most essential features, and guide you through the evaluation process.
Brad Cleveland Blog
JANUARY 9, 2020
Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results.
GetFeedback
JANUARY 9, 2020
An overview of the key concepts within UX, the process for effective UX design, and how to prove its value. .
Brad Cleveland Blog
JANUARY 9, 2020
Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement. There is a powerful connection between employee engagement and business results.
NetBase
JANUARY 9, 2020
Social analytics clues are everywhere, if brands look for them. Scratch that – they’re everywhere if brands use the right tool to look for them. And even unicorns need to monitor mentions, after all. Or at least they should be! Let’s explore four unicorns that could have used this insight ahead of their IPOs: Uber, Smile Direct Club, Peloton and WeWork.
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Over the next 12 months, what do you think will have the biggest impact on your CX automation efforts? When asked the same question, only 10% of CX leaders surveyed by Verint chose telephony. It’s no longer the engagement channel leading CCaaS conversations. The customer engagement challenges facing organizations have changed – so a new approach is needed.
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